Streamline and automate service processes

Service process automation is key to driving operating efficiency in your contact center. eGain Case Manager leverages the power of eGain Customer Engagement Platform™ (eGain Platform™) to help streamline and automate processes. Using the visual workflow designer, you can set up pre-routing, handling, and post-routing business rules to drive consistency and efficiency through your contact centers.

Effectively categorize interactions

Categories and resolution codes are assigned automatically as well as manually. Effective classification helps deliver valuable customer feedback and service trends to your product and marketing team.

Make agents more productive

Agent costs, typically, account for over 50% of contact center expenses. Increase agent productivity through a unified agent desktop that eliminates the need to switch applications and improves access to information.

Agents have access to:

Complete customer information, including interactions through other channels

The common knowledge base

Subject matter experts through collaboration tools

Multimedia interaction tools such as chat and web cobrowsing to help customers

Integrate multichannel customer communications

eGain Case Manager is one of the many modular applications in eGain, which helps businesses set up omnichannel customer engagement hubs. Use other eGain products to enable escalations to and from self-service, live chat, email, and social interactions.

Knowledge Management

Web Self-Service

One size doesn't fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle.
eGain SelfService enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.

Video Chat, Text Chat, Cobrowsing

Are you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service.

Artificial Intelligence for Customer Service

The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.